Senior Manager Quality Excellence

Location: Cape Town
Employment Type: Full-time permanent
Working Hours: UK business hours
Work Arrangement: Fully office-based
Salary: Competitive and open to negotiation

Our client is seeking an experienced Senior Manager: Quality Excellence to lead quality and process excellence across a UK-focused insurance voice operations environment.

The successful candidate will drive continuous improvement quality transformation and operational excellence while building a strong quality culture and ensuring consistent delivery against client and business requirements.

This is a hands-on leadership role requiring strong experience across quality operations process improvement people and technology with the ability to identify issues develop solutions and drive implementation.

• Lead the Quality Excellence function across the UK insurance operations environment.
• Manage and develop a team of Quality Managers and Assistant Managers.
• Establish and maintain effective quality management frameworks and governance structures.
• Drive process improvement standardisation and continuous improvement initiatives.
• Analyse business processes identify root causes and implement sustainable improvement plans.
• Monitor quality performance against agreed client KPIs and operational requirements.
• Drive quality assurance compliance reporting and governance across multiple client environments.
• Identify and lead quality and process improvement projects from concept through to implementation.
• Promote best-practice sharing and continuous improvement across the organisation.
• Work closely with Operations Technology and other stakeholders to resolve issues and improve customer experience.
• Support business development activities including RFP/RFI responses and the development of quality solutions.
• Ensure quality and compliance requirements are aligned with internal standards client expectations and relevant certification requirements.
• Manage resources and budgets within the assigned vertical.
• Engage confidently with senior stakeholders and present quality insights solutions and recommendations.
• Take a hands-on approach to problem-solving rather than relying solely on delegation.

• 3 years experience in a Quality Excellence Manager role within a BPO environment with demonstrated delivery of measurable business and financial results.
• 5 years overall business/operations experience including at least 3 years within a BPO environment.
• Strong knowledge and practical application of Lean and Six Sigma methodologies.
• Proven experience in process improvement and project execution.
• Experience within UK insurance particularly Property & Casualty (P&C) is highly advantageous.
• Experience working across multiple client environments.
• Strong understanding of voice operations and quality as a business function.
• Experience working across people process and technology.
• Demonstrated ability to identify operational issues analyse root causes and implement solutions.
• Experience presenting capabilities and solutions to senior business stakeholders.
• Strong analytical and problem-solving skills.
• Excellent verbal communication and presentation skills.
• Superior written communication skills.
• Ability to work effectively in a fast-paced commercially focused environment.
• Willingness and ability to work UK business hours.
• Must be comfortable working fully on-site.

We are looking for a hands-on quality and process excellence leader who can combine strategic thinking with practical execution. The ideal candidate will understand the realities of high-volume BPO voice operations and be comfortable getting involved directly in solving operational and quality challenges.